If you are a former customer of Symbio Energy Limited, you should by now have been contacted by E.ON Next who have agreed to continue to supply you with energy under the Supplier of Last Resort (“SoLR”) provisions introduced by OfGEM in the event that an energy supplier ceases to operate.  

E.ON Next became your energy supplier on 3 October 2021 under the SoLR provisions. We encourage you to provide E.ON Next with a current meter reading as soon as possible if you have not already done so and they are obliged to honour any credit balance you may have had on 3 October 2021.

Please see below a summary of Frequently Asked Questions, which you may find helpful.

Your supply
When will I be switched from Symbio Energy to E.ON Next?
Symbio Energy customers were transferred to a new contract with E.ON Next on 03 October 2021.

If you have any questions or queries for E.ON Next please get in contact using the details below.
eonnext.com/symbio-energy

Your contract
Will I be on a different contract with E.ON Next? Will I pay more?
E.ON Next will put all ex-Symbio Energy customers on a deemed tariff rate before contacting them to provide personalised tariff information, which is protected under the energy price cap.
You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.
For clear advice on how to shop, see our guide for domestic consumers: How to switch and shop for a better deal, and for non-domestic consumers: Switching your business to a new energy tariff or supplier.

Switching supplier
I don’t want a contract with E.ON Next. Can I switch?
OfGEM advice is not to switch immediately, but wait until E.ON Next has been in touch with you. E.ON Next will provide you with personalised information about your tariff, and waiting for them to contact you will also be the smoothest way to ensure any credit balances with Symbio Energy are honoured.
If customers wish to change their tariff or switch supplier, they should ask to be switched to another E.ON Next tariff, or shop around. You won’t be charged any exit fees.
For clear advice on how to shop, see our guide for domestic consumers: How to switch and shop for a better deal, and for non-domestic consumers: Switching your business to a new energy tariff or supplier.

Accounts in debt or credit
I am now a customer of E.ON Next and I'm in credit with Symbio Energy, will I get my money back?
E.ON Next will honour domestic credit balances for both current and past customers of Symbio Energy who are owed money.
E.ON Next will review details of any debt or credit on your account and contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take some time, as E.ON Next needs to receive and process your records, and calculate your final account balance. They will do this in conjunction with the administrators and information from Symbio Energy.

I’m paying back a debt / my account is in debit to Symbio Energy. Will I now pay this to E.ON Next?
The Joint Administrators have now instructed Credit Style Limited to assist with the ongoing collection of the outstanding debit balances due from customers as at the date of SoLR. Credit Style Limited has full authority to deal with all debts due to the Company from former customers and to collect payment on behalf of the Joint Administrators. If you have an outstanding debit balance and are looking to arrange payment, please submit a online query form to Credit Style via www.creditstyle.co.uk/contact-us/ or contact them on 0330 0450 650.

I’ve left Symbio Energy but I owe them money. Will I need to pay it back to E.ON Next?
If you have switched and owed Symbio Energy money, including if you were paying this money back, please contact Credit Style Limited as above.

I’ve left Symbio Energy, but have a credit balance. Will E.ON Next pay me this money?
E.ON Next will honour credit balances for both current and past customers of Symbio Energy who are owed money.
E.ON Next will review details of any debt or credit on your account and contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take some time, as E.ON Next needs to receive and process your records, and calculate your final account balance.

I am owed compensation by Symbio Energy, will E.ON Next pay me this?
No. E.ON Next will not pay this compensation. You should contact Symbio Energy’s administrators in this situation at matthew.peters@azets.co.uk. Please note, compensation is not covered by the SoLR provisions and any compensation agreed prior to the appointment of Joint Administrators will be an unsecured claim against the Company. The timing and quantum of a dividend is currently uncertain.

Smart meters
Will my smart meter continue to work?
Some customers with newer models of smart meter should see no loss in smart functionality. Unfortunately, customers with older smart meter models may see a loss of smart functionality, but their supplies will continue uninterrupted. E.ON Next will upgrade these older meters for any customers who request it. Once the transfer to E.ON Next is complete, they will take steps to restore smart functionality.

Complaints and contacts
Will E.ON Next take on my unresolved Symbio Energy complaint?
E.ON Next is not required to take on any unresolved complaints relating to Symbio Energy.
However, if you believe your complaint is still ongoing, once E.ON Next contact you, please discuss with them how the issue can be resolved.
If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps